T3 Customer Support Lead

About SeeTrue AI

SeeTrue’s state-of-the-art AI platform provides real-time automatic threat detection for X-ray and CT checkpoints in airports, railway stations, and customs.

Being faster and more accurate than the human eye can ever be, our platform allows unparalleled operational cost reduction while making our world a safer place to live in.

SeeTrue is revolutionizing the security screening world!

The T3 Support lead is a strategic position where you will play a key role in supporting multiple customers, projects, demos, and PoCs as a technological expert and leader.

You must handle and lead cross-company support efforts while aligning all stakeholders using excellent technical and communications skills.

In addition, you will take an active role in setting the foundations for the Customer Support operations - processes and tools.

Responsibilities

Support:

• Support complex delivery projects, demos, and PoCs
• Take an active part, hands-on, in delivery activities, including site visits where necessary
• Resolve complex production issues remotely and on site
• Set the infrastructure during Delivery activities - computer installations and NW settings

Leadership:

• Mentor and guide SeeTrue’s T1/T2 support engineers and partners
• Define customer support operations requirements, establish new processes, and improve support tools utilization
• Serve as an expert-level technical resource during pre/post-sales phases
• Provide inputs to the Product and R&D teams for future product improvements

Qualifications

• Experience in a customer facing T2/T3 support manager, FAE/FE, Technical Account Manager (TAM), or equivalent roles - minimum 5 years experience
• Exceptional leadership and interpersonal skills
• Exceptional communications and multitasking skills
• Expert level, hands-on experience working with Linux (Ubuntu) OS
• Experience in scripting languages
• Should demonstrate high analytical thinking and problem-solving skills
• Experience in configuring simple NW components and troubleshooting inter-server communications - a plus
• Experience in SQL querying
• Experience in using Zendesk, Jira, Confluence, or equivalent platforms
• Experience in working with T1 partners - a plus
• Experience with BI tools - Tableau, Google Looker and equivalent - a plus 
• Willingness to travel - infrequent
• English at Mother tongue level, verbal and written
• Background and hands-on experience in screening and screening technologies (specifically X-ray and CT) - an advantage